ManageEngine ServiceDesk Plus Pricing, Features, Reviews & Comparison of Alternatives

ManageEngine ServiceDesk Plus

Cloud IT Help Desk Software

4.27/5 (142 reviews)

ManageEngine ServiceDesk Plus overview

What is ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests. ServiceDesk Plus integrates help desk requests and assets to allow users to manage their IT in an effective way. The software helps users implement ITIL best practices and troubleshoot IT service requests faster.

ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps users to improve productivity of their IT Service team and keep their end-users happy.

ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows users to document best practices and solutions to common problems in an online knowledge base.

ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let users know the number of over-utilized or under-utilized licenses across their organization.

ServiceDesk Plus can help users maintain a complete product catalog based on product type, that lists all assets owned by their organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction surveys.

Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.

Incident management, Problem management, Change management & CMDB has been implemented with all functionalities.
www.manageengine.com

Pricing

Starting from
$495/year
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, China and 5 other markets, Europe, India, Latin America, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Danish and 13 other languages, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
ManageEngine ServiceDesk Plus screenshot: Check data from centralized dashboardIT Help Desk Software with Integrated Asset Management System | ServiceDesk PlusManageEngine ServiceDesk Plus screenshot: Manage setup with the configuration wizardManageEngine ServiceDesk Plus screenshot: Search solutionsManageEngine ServiceDesk Plus screenshot: Add requests complete with incident and requester detailsManageEngine ServiceDesk Plus screenshot: Access report foldersManageEngine ServiceDesk Plus screenshot: Gain quick access to template categoriesManageEngine ServiceDesk Plus screenshot: Manage request workflowManageEngine ServiceDesk Plus screenshot: View CI detailsManageEngine ServiceDesk Plus screenshot: Configure workflow for change managementManageEngine ServiceDesk Plus screenshot: Check tasks and manage approvalsManageEngine ServiceDesk Plus screenshot: View all SLA based mail escalationsManageEngine ServiceDesk Plus screenshot: Access reports on service requestsManageEngine ServiceDesk Plus screenshot: View projects, and track their status, priority, owner, and moreManageEngine ServiceDesk Plus screenshot: Check emails and mail server issues, and check their status and priorityManageEngine ServiceDesk Plus screenshot: Track progressManageEngine ServiceDesk Plus screenshot: View request detailsManageEngine ServiceDesk Plus screenshot: View project detailsManageEngine ServiceDesk Plus screenshot: Access IT asset informationGetting started with ServiceDesk Plus Cloud - Part ISelf service portal in ServiceDesk Plus CloudIncident management with ServiceDesk Plus Cloud - Part IIncident management with ServiceDesk Plus Cloud - Part IIProblem management with ServiceDesk Plus CloudChange management with ServiceDesk Plus CloudAsset management with ServiceDesk Plus Cloud

ManageEngine ServiceDesk Plus reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.3
  4.2
  4.1
Basil Musa

Exactly as they advertise. Big 4's are a pain.

Reviewed 2015-12-03
Review Source: GetApp

We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pros
1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons
Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Rating breakdown

Value for money
Ease of use
Customer support

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Sam Livermore, MCP, iTIL

Great ticketing system for helpdesk

Used daily for 2+ years
Reviewed 2019-07-20
Review Source: Capterra

This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pros
Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Cons
Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Mike van Gestel

Best Servicedesk Product EVER!

Used daily for 1-2 years
Reviewed 2020-04-16
Review Source: Capterra

I set this up as ticketsystem for our company and users have an easy platform to create tickets instead of calling. This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome. We upgraded our entire IT deaprtment with this product, bye bye shard IT-mailbox!!

Pros
I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Cons
Nothing! Only pros pros pros! Even when there is a issue, the support team is on top of it. WOW!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Mark Shields

Basic Helpdesk Application

Used daily for 2+ years
Reviewed 2016-12-05
Review Source: Capterra

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros
ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons
ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Peter Barbas

Sevdesk - easy to use bookkeeping software

Used daily for 6-12 months
Reviewed 2020-05-27
Review Source: Capterra

It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses

Pros
It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

Cons
There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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ManageEngine ServiceDesk Plus pricing

Starting from
$495/year
Pricing options
Free trial
One time license
Subscription
View Pricing Plans

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ManageEngine ServiceDesk Plus features

API
Alerts / Escalation
Automatic Notifications
Monitoring
Reporting & Statistics
Third Party Integration
Workflow Management

Access Control (138 other apps)
Activity Dashboard (188 other apps)
Activity Tracking (101 other apps)
Auditing (102 other apps)
Collaboration Tools (99 other apps)
Compliance Management (102 other apps)
Data Import/Export (128 other apps)
Data Visualization (95 other apps)
Drag & Drop Interface (108 other apps)
Permission Management (89 other apps)
Real Time Data (96 other apps)
Real Time Monitoring (115 other apps)
User Management (88 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for ManageEngine ServiceDesk Plus

Key features of ManageEngine ServiceDesk Plus

  • Best practice ITSM workflows
  • Powerful integrations with IT management apps
  • Smart automation
  • Codeless customizations
  • ITIL compatible
  • Multi-site support
  • Help desk reports
  • Asset management
  • Problem management
  • Service catalog
  • CMDB
  • Business rules
  • Asset discovery
  • Agent scanning
  • IT asset tracking
  • Software asset management
  • Software license management
  • Automatic notifications
  • Change management
  • Change order management
  • Charting
  • Customer history
  • Customizable reporting
  • Email integration
  • Email notifications
  • Employee self service
  • Gantt charts
  • Help desk management
  • Incident management
  • Mobile integration
  • Multi-channel management
  • Performance support
  • POS
  • Project workflow
  • Projections
  • Purchase order management
  • Real time reporting
  • SLA management
  • SMS integration
  • Software management
  • Third party integration
  • Timer
  • Timesheets
  • Workflow management
  • Escalation management
  • Prioritizing
  • Trouble ticketing
  • Alerts / escalation
  • IT project management
  • Scheduled reporting
  • Custom fields
  • Email templates
  • Knowledge base
  • Lead assignment
  • Surveys & feedback
  • Asset lifecycle management
  • Automatic lead distribution
  • Categorization
  • Approval process control
  • Archiving & retention
  • Cataloging
  • Reporting & statistics
  • Monitoring
  • Automatic ticket dispatch
  • Contract management
  • Rules based algorithms
  • Self service portal
  • Project management
  • Commenting
  • Inventory management
  • Asset management
View All Features

Benefits

Access the help desk anytime, anywhere using the serviceDesk Plus iphone app.
Create SLA and provide quality services in time, to end users.
Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information.
Web based portal to submit service requests & Incidents.
Restore normal service of operation quickly with comprehensive incident management tools.
Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
Discover every asset in a network with efficient auto discovery options.
Provide structured and prompt handling of all changes in IT infrastructure.
With the new agent based scanning, users can access any system from the remote network, independent of their location.
Stay informed about tickets and keep technicians and end users up to date on the status of the tickets by email and sms.
Manage purchases right from the birth of the PO.
Auto assign feature distributes tickets based on the existing load on technicians.
Manage Contracts with different vendors seamlessly.
Automatic email to ticket conversion using email commands.
ServiceDesk plus allows users to import users and their information from Active directory and LDAP with a simple easy to use interface.
Archive old, unused data and improve helpdesk performance.
Support multiple sites and customize configurations for every site according to their unique working procedure.
Generate detailed reports about Help desk performance & metrics.
Automatically reset the password, by integrating the ticketing system with the Active Directory.
Know the satisfaction level of end users with the ServiceDesk Plus survey option.